Autohaus B M W

This complaint has no merit Here are the facts The customer dropped off his car, a 535xi with 153,miles on it, on Sunday, 11/05/ We opened a repair order on 11/06/ The customer requested we repair an oil leak and replace a drive belt We repaired the oil leak In attempting to replace the drive belt, we found the belt tensioner was stripped and also needed to be replaced After completing these repairs so we could test drive the vehicle, we then found the coolant leak The customer had not noticed the leak because his coolant level was below the hose connection where the missing o-ring was causing the leak Based on our tech's inspection, our service director asked the customer if anyone else had worked on the car recently At first, the customer said he had taken the car to another shop and then later admitted he was trying to repair things himself with the help of U-tube videos The customer had authorized $for total repair costs He picked up the car on 11/10/and paid substantially less We did not charge the customer for the belt tensioner we replaced We also replaced a missing vacuum line at no charge to the customer We then gave him a 20% discount on parts and labor on the remaining bill After picking up the car, the customer left a voice mail stating that he had driven the car several times and everything was good Later on he informed us that he had run an errand, shut the car off, and now it would not restart Our service director told the customer that it sounded like the battery had failed He offered to check the battery for free if the customer wanted to bring the car back to us The customer has chosen not to accept this offer Nothing Autohaus did would have affected the battery in this car We already gave the customer some goodwill repairs and a discount on his bill Considering that this repair was the only time the customer ever brought his vehicle to us, we think we have been more than fair We are sorry the customer is facing another repair with his vehicle, but we are not responsible in any way for his vehicle not starting We cannot accept his proposed settlement as we feel his complaint has no merit

Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ Our examination of the bumpers did not indicate any manufacturing defects in our opinionThe customer has stated that the problem with the front bumper occurred when he scuffed it on the pavement due to a steep grade in going in/out of his drivewayThe back bumper is scratched, but it looks like something has been drug across itWe have told the customer that it is unlikely that BMW would do anything for him, but we offered to intervene on his behalf with BMW as a goodwill gestureWe have contacted the BMW rep & asked him to come to Autohaus to examine the customer's bumpersBased on the improbable nature of the customer's complaint(ie., the bumpers are biodegrading & things keep falling off for no reason), the BMW rep has not made it a high priorityWe have also suggested that the customer contact BMW directly, as we only administer BMW's warranty policy & do not set itThis complaint concerns a supposed manufacturer's defect issue & ultimately the customer must seek resolution from BMWThe customer does not seem to understand that Autohaus BMW is only the dealer & neither the manufacturer nor the financing companyWe have requested help from the manufacturer & not received it at this pointThe customer now needs to pursue his complaint directly with BMWAutohaus is not responsible for manufacturing defect issues & cannot resolve this customer's complaintTherefore, we will no longer pursue anything on behalf of this customer regarding this complaintWe cannot offer any other resolution other than again suggesting that he contact BMW directly

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meIt was resolved in the most professional way Sincerely, [redacted]

This customer's complaint is without any merit. He does not understand the BMW parts warranty process and the steps that a BMW dealer must take in order for a "defective" part to qualify for the warranty reimbursement. According to the customer's statements to various employees, we were
told he had purchased the part on-line from another dealer. It was the third water pump he had installed on his vehicle in less than a year. He further stated that this pump was defective and should be covered under BMW warranty. He said he had already been to *** BMW and been told they would not treat his situation as a warranty issue. We explained to him that we would have to inspect his vehicle and our technician would have to verify that the part was defective. If the part was found to be defective, BMW would pay for the parts & labor charges to replace the defective part. However, if we found the part was not defective or had been damaged during the original installation, BMW would not pay for the repair and all charges would be his responsibility. He became irate and screamed at various employees- parts dept employees, service advisors, & finally the service manager & owner- that we were dishonest & only trying to charge him a lot of money for nothing. At that point, we asked him to leave and deal with another BMW dealership that he might be more comfortable dealing with. If there is an apology to be made, it should come from him to the employees that he verbally abused before he left the dealership. Regarding the BMW parts warranty issue, unless he is willing to comply with the process that BMW dictates we must follow, we cannot honor his request for a warranty replacement of any kind

Complaint: ***
I am rejecting this response because the facts which Autohaus has given are not accurate and can be proven by looking thru our cars computer toshow the many transmission faults throughout our car' s history We constantly complainted about the jerkiness of the transmission but were always told this was and once the codes were cleared , the transmission did ok for awhile, maybe a week or morej The complaint has not been addressed satisfactorily , the transmission has acted up since we had car. The problems go away after codes are cleared and then come right backBeen to transmission shopsame thing, Told need transmission rebuildAlso went shop that specializes in BMW and car ran ok forawhileBut problems returned. ** ***

Much of the customer's complaint resulted from miscommunication between him and our business manager.  We have contacted the customer and reached an amicable settlement.  We will refund him $3331 directly as a result of cancelling the maintenance contracts & the tire & wheel...

policy.  We will credit him$3600, the cost of the extended warranty contract, against the sale of another vehicle.

We have received authorization from MINI USA to repair the timing chain issue as a goodwill gesture.  There will be no cost to the customer.  Our service manager has contacted the customer & the customer has agreed to this resolution.

We no longer operate a collision center so it took some time to gather the appropriate information & talk to the people that were involved with this repair.  That is why there was a delay in responding to the customer originally.  This vehicle is a 1987 Porsche with over 145,000 miles...

on it at the time we repaired it.  The vehicle was not in very good condition when the customer presented the vehicle to us for repair.  The repair was also difficult because the customer supplied us with a used door & quarter panel that did not adhere to original equipment specifications.  The repair was completed in October of 2010.  The customer ignored our requests to pick up the vehicle until April of 2011.  During that time, we stored the vehicle inside because the vehicle leaked.  Repairing the leak was not within the scope of the repair we were asked to make.  We also installed a battery at no charge to the customer so that we could start the car when the customer finally agreed to pick it up.  At the time the customer picked up the vehicle, there were admittedly issues with the vehicle.  However, we did the repairs that we agreed to do for the customer.  A collision center employee did a quality test drive on the day of pick-up to ensure the repairs were made properly since the vehicle had sat for so long.  We do not accept responsibility for the issues that the vehicle has now.  Our repair was done over 5 years ago with used parts supplied by the customer.  We cannot be held accountable for issues once so much time has passed.  This complaint was not made in a timely manner when we could have appropriately addressed the alleged issues.

This complaint has no merit.  Here are the facts.  The customer dropped off his car, a 2008 535xi with 153,932 miles on it, on Sunday, 11/05/17.  We opened a repair order on 11/06/17.  The customer requested we repair an oil leak and replace a drive belt.  We repaired the...

oil leak.  In attempting to replace the drive belt, we found the belt tensioner was stripped and also needed to be replaced.  After completing these repairs so we could test drive the vehicle, we then found the coolant leak.  The customer had not noticed the leak because his coolant level was below the hose connection where the missing o-ring was causing the leak.  Based on our tech's inspection, our service director asked the customer if anyone else had worked on the car recently.  At first, the customer said he had taken the car to another shop and then later admitted he was trying to repair things himself with the help of U-tube videos.  The customer had authorized $1265 for total repair costs.  He picked up the car on 11/10/17 and paid substantially less.  We did not charge the customer for the belt tensioner we replaced.  We also replaced a missing vacuum line at no charge to the customer.  We then gave him a 20% discount on parts and labor on the remaining bill.  After picking up the car, the customer left a voice mail stating that he had driven the car several times and everything was good.  Later on he informed us that he had run an errand, shut the car off, and now it would not restart.  Our service director told the customer that it sounded like the battery had failed.  He offered to check the battery for free if the customer wanted to bring the car back to us.  The customer has chosen not to accept this offer.  Nothing Autohaus did would have affected the battery in this car.  We already gave the customer some goodwill repairs and a discount on his bill.  Considering that this repair was the only time the customer ever brought his vehicle to us, we think we have been more than fair.  We are sorry the customer is facing another repair with his vehicle, but we are not responsible in any way for his vehicle not starting.  We cannot accept his proposed settlement as we feel his complaint has no merit.

Initial Business Response /* (1000, 5, 2015/05/11) */
Since receiving this complaint, my used car sales manager has left multiple messages with the customer & the Honda service department asking for someone to return his calls. We need to know what the cost of the license plate bracket...

installation is before I can authorize paying for it. We have already authorized paying Honda to order & install the sensor. I will also reimburse the customer for the cost of one key once he sends me a copy of the invoice where he paid Honda for the service.

My sales manager was trying to solve the problem on 5/2/15, but our service department is not open on a Saturday. He wanted the customer to go to the Honda dealer as this is normally the fastest way to get an issue resolved when the vehicle is not a BMW or MINI vehicle. He thought he was doing what was in the customer's best interest by suggesting the most expedient way of getting the vehicle problem diagnosed & repaired. At that time, the customer did not mention the cost of the key or the license plate bracket issue. This could have been handled very simply if the customer was willing to talk to us.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/04) */
[redacted]Document Attached[redacted]
It has been over 3 weeks and I have not received reimbursement for the key that the business promised in the Business Response of my complaint in the Revdex.com CASE#: XXXXXXX
Which was, "I will also reimburse the customer for the cost of one key once he sends me a copy of the invoice where he paid Honda for the service."
The invoice for one key and where to send the reimbursement was faxed over to Mini of St. Louis the very next day( 5/12/15) after Mini of St. Louis made a Business Response on 5/11/15, where they stated, "I will also reimburse the customer for the cost of one key once he sends me a copy of the invoice where he paid Honda for the service."
I can't just reply and say that everything is great to Revdex.com if I never received the reimbursement. I have attached the following file with three supporting documents;
1. Fax confirmation sheet that Mini of St. Louis received the fax on 5/12/15, and that it went through ok.
2. Invoice for the key
3. Note saying where to send the reimbursement.
About the license plate, I already bought my own license plate. I can't wait and drive around with one license plate, it's illegal. I don't have the time to be driving around 50 times to collect car parts piece by piece. I faxed my invoice for the key, send me my reimbursement.
Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate the general manager's attention and resolution of my complaint and will continue business with Autohaus BMW.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. It was resolved in the most professional way.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/11) */
Our examination of the bumpers did not indicate any manufacturing defects in our opinion. The customer has stated that the problem with the front bumper occurred when he scuffed it on the pavement due to a steep grade in going in/out of his...

driveway. The back bumper is scratched, but it looks like something has been drug across it. We have told the customer that it is unlikely that BMW would do anything for him, but we offered to intervene on his behalf with BMW as a goodwill gesture. We have contacted the BMW rep & asked him to come to Autohaus to examine the customer's bumpers. Based on the improbable nature of the customer's complaint(ie., the bumpers are biodegrading & things keep falling off for no reason), the BMW rep has not made it a high priority. We have also suggested that the customer contact BMW directly, as we only administer BMW's warranty policy & do not set it. This complaint concerns a supposed manufacturer's defect issue & ultimately the customer must seek resolution from BMW. The customer does not seem to understand that Autohaus BMW is only the dealer & neither the manufacturer nor the financing company. We have requested help from the manufacturer & not received it at this point. The customer now needs to pursue his complaint directly with BMW. Autohaus is not responsible for manufacturing defect issues & cannot resolve this customer's complaint. Therefore, we will no longer pursue anything on behalf of this customer regarding this complaint. We cannot offer any other resolution other than again suggesting that he contact BMW directly.

[redacted] had his battery replaced at Autohaus on 08/09/2017.  His battery had 2V and failed the battery test.  We replaced the battery and cleared the faults.  He was having an issue with the key not coming out of the dash.  The battery replacement fixed the key problem. ...

To my knowledge,  this is the first complaint he has made since we replaced the battery on 08/09/2017.  The battery he purchased does have a two year warranty.  The car will need to be brought in and put on a charger.  It will be fully charged and tested to see if there is a bad cell.  From [redacted]'  comments, I cannot tell if he is having other issues other than a key issue.  Normally a new battery that fails, fails within the first 30 days.  After 8 months of use, I feel our repair was done properly.  If [redacted]' doesn't drive his car frequently, this could be causing some issues.We will be happy to test his battery to see if it would qualify for replacement.   Sincerely, [redacted]Autohaus BMW[redacted]

We do not see any merit in this complaint.  Our repair records do not indicate an ongoing transmission issue with this vehicle nor is there a history of the customer complaining of one.  We show completing repairs to this vehicle during the period of 10/20/2008 through 3/15/2016.  We...

found three repairs that we considered relevant to the customer's complaint.  The first repair occurred on 9/11/13 when the vehicle showed mileage of 78,087 miles.  The customer did not have a transmission complaint.  During our complimentary multi-point inspection, we found a leaking transmission sealing sleeve, which we repaired.  The second relevant repair occurred on 9/02/14, when the vehicle had 91,639 miles on it.  The customer complained of a transmission gear light coming on.  We found this was the result of the engine dying while the vehicle was still rolling.  This caused a fault through the on-board computer which then turned the light on.  The correction was to repair the crankshaft sensor.  There was no problem with the transmission at that time.  The last time we saw the vehicle was on 3/15/16.  At that time the vehicle had 112,592 miles on it.  The customer brought the vehicle in to have us perform required maintenance items.  We completed those repairs and also noted that the transmission light was on.  The customer did not ask us to find out why the light was on and picked up the vehicle without any discussion concerning the transmission.Again, our review of the vehicle history does not substantiate the customer's claim.  We therefore respectfully decline the customer's proposed settlement.  We would be happy to address the customer's current complaint, but we would expect him to pay for the necessary repairs at this point.